Description
Compensation:
- Hourly, non-exempt
- The standard wage range for this role is $22.71 to $26.71 per hour
- It may be possible to earn more over time up to $30.66 per hour
- This position may be eligible for a 5% wage differential for time spent as the Backup Intake Coordinator at the Way Station
Work Schedule:
- Full time, 40 hours, days
- M-F w/ a Saturday rotation which includes a 10% shift differential
Who We Are
Unity Care NW is a private, non-profit, federally qualified health center (FQHC) that has been proudly and successfully serving the greater Whatcom County area since 1982. With clinics located in Bellingham & Ferndale, we offer comprehensive primary medical, behavioral health and dental care, as well as pharmacy services to a diverse and often underserved patient population of all ages. Employing over 300 caring and compassionate employees, our mission is to increase the years of healthy life in the people & communities we serve.
What We Value
- Respect
- Integrity
- Accountability
- Collaboration
- Innovation
We strive to demonstrate our Values in Action in all that we do. We value each individual on our team and aim to onboard a workforce of the very best talent, whose ambitions and values align with ours.
Job Summary
The Call Center Agent and Way Station Intake Coordinator Back-Up is responsible for providing a welcoming and positive telephone experience to incoming callers and supporting the Call Center in meeting service level and quality performance objectives. This position also provides back-up coverage at the Way Station by coordinating clinic appointments and hygiene services, providing reception services, and helping ensure facilities remain clean, safe, and orderly.
What We Offer
- A friendly & collaborative team environment
- A competitive compensation package
Benefits Include:
- Medical, dental & vision insurance
- 401(K) retirement plan with employer match
- 6 paid holidays
- Paid Time Off (108 hours first year, increasing thereafter)
- Paid Sick Leave
- Other paid leaves including: Bereavement, Jury Duty and Bone Marrow & Organ Transplant
- Life/AD&D insurance
- Variety of optional insurances including Supplementary Life/AD&D, Short Term and Long Term Disability, Critical Illness, Accident, Travel & Identity Theft Protection
- Flexible spending account
- Self-funded Health Savings Account on Base Medical Insurance Plan
- Employee Assistance Program
- Alternative Transportation Incentives
- Healthy Living reimbursements
- Unique programs including Medical Hardship payroll loans, Employee Referral Bonuses & Will preparation services
Requirements
Job Summary:
- Provides exceptional customer service by answering incoming and making outbound calls and scheduling or rescheduling patient appointments.
- Responds to patient inquiries by providing complete and accurate information, asks appropriate questions to determine patient needs, and educates callers on clinic policies and procedures.
- De-escalates upset callers and directs patients in crisis to appropriate resources.
- Accurately documents and routes medical, dental, and behavioral health inquiries, registers new patients in the EMR, and enters, updates, and verifies patient demographic and insurance information.
- Supports department performance and quality standards by maintaining timely call resolution and achieving acceptable quality audit scores.
- Provides in-person customer service support by welcoming patients and visitors, checking clients in and out, maintaining accurate records, and assisting with other site-based support services as assigned.
Professional Knowledge:
- Knowledge of customer service, call center, and patient scheduling processes and practices, with the ability to effectively engage clients by telephone or in person and provide a welcoming, positive experience.
- Skilled in patient registration, demographic updates, insurance verification, and accurate data entry.
- Ability to build trust and confidence in patients and clients and remain calm and tactful during stressful situations.
- Ability to respond to disruptive behaviors with trauma informed de-escalation techniques and recognize when a caller or client may be in crisis.
- Knowledge of janitorial and cleaning methods and procedures, the mixing and proper use of cleaning chemicals, and the effective use of janitorial equipment.
- Ability to respond effectively and with sensitivity to underserved and/or unhoused populations and maintain appropriate personal boundaries.
- Ability to communicate clearly in writing and verbally with co-workers, patients, clients, and visitors.
Technical Skills:
- Demonstrated proficiency with Electronic Medical Records (EMR), scheduling systems, call handling and queue monitoring software
- Familiar with Microsoft Word and Outlook
- Keyboarding speed of 40 wpm and data entry skills
- Current Basic Life Support (BLS) certification required (we can provide training upon hire if not currently certified)
- One year of customer service and data entry experience, preferably in a medical or dental office setting, strongly preferred
Candidates who meet the requirements or who have applicable experience or similar qualifications are encouraged to apply!
To Apply Visit our Careers Page at www.unitycarenw.org . For news on our organization & future job postings, please follow us on LinkedIn at https://bit.ly/363mfhv!
Unity Care NW has an Employee Health Program for the safety of our patients and staff. The program requires all new employees to have up to date vaccines for influenza and strongly encourages up to date vaccines for COVID-19. More information about this program is provided throughout the recruitment process.
If you feel this job posting is missing any required compensation or benefit information, please contact HR@ucnw.org. Other questions can be addressed throughout the recruitment process for candidates selected to move forward.
